Privacy Policy

1. Overview

Welcome to Twala Delivery ("Twala," "we," "our," or "us"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application and related services (collectively, the "Service").

Twala Delivery is a food delivery platform operating in Zambia, connecting customers with local restaurants and delivery riders. Our Service involves different user types:

• Customers: Order food from restaurants for delivery
• Delivery Riders: Pick up and deliver orders to customers
• Restaurant Partners: Prepare food orders for pickup

By using our Service, you agree to the collection and use of information in accordance with this policy. If you do not agree with our practices, please do not use our Service.

2. Information We Collect

2.1 Information You Provide

When you create an account and use our Service, you may provide us with:

• Account Information: Phone number, name, email address
• Profile Information: Delivery addresses, payment preferences
• Order Information: Food orders, special instructions, order history
• Communication: Messages with support, feedback, and reviews

2.2 Information Collected Automatically

When you use our app, we automatically collect:

• Device Information: Device type, operating system, unique device identifiers
• Usage Data: App features used, interaction times, crash reports
• Location Data: See Section 3 for detailed information

2.3 Information from Third Parties

• Payment Processors: Transaction status and payment verification
• Authentication Services: Phone verification via Firebase Authentication

3. Location Data Collection

3.1 Why We Collect Location Data

Location data is essential to our food delivery service. We use it to:

• Calculate Delivery Distance: Determine how far you are from restaurants to calculate accurate delivery fees
• Show Nearby Restaurants: Display restaurants that can deliver to your location
• Enable Live Tracking: Let you track your order in real-time on a map
• Optimize Delivery Routes: Help riders find the fastest route to you
• Improve Service Quality: Identify delivery coverage areas and improve service

3.2 Types of Location Data

3.3 Location Permission for Customers

As a customer, you will be asked for "While Using the App" location permission. This allows us to:

• Detect your current location to calculate delivery distance
• Show restaurants that can deliver to you
• Display live tracking when your order is being delivered

You can use the app without location permission by manually entering your delivery address. However, delivery fee calculations may be less accurate.

3.4 Disabling Location Services

You can disable location access at any time through your device settings:

• iOS: Settings → Privacy & Security → Location Services → Twala
• Android: Settings → Apps → Twala → Permissions → Location

Note: Disabling location may limit some features like automatic delivery fee calculation and live order tracking.

4. Background Location for Delivery Riders

4.1 What is Background Location?

Background location means the app can access your location even when you're not actively using it—for example, when your phone screen is off or you're using another app.

Only delivery riders with active deliveries use this feature. It is never enabled for customers ordering food.

4.2 Why Riders Need Background Location

When you accept a delivery as a rider, background location enables:

4.3 When Background Location is Active

4.4 Background Location Technical Details

• Update Frequency: Location is updated approximately every 30 seconds or when you move 100 meters
• Battery Optimization: We use efficient tracking to minimize battery drain
• Android Notification: A persistent notification shows "Tracking your location for active delivery" when active
• iOS Indicator: A blue location indicator appears in the status bar when tracking
• Data Transmission: Location is sent securely to our servers over encrypted connections

4.5 How to Control Background Location (Riders)

As a rider, you can control background location in several ways:

• Complete Deliveries: Background tracking automatically stops when you complete a delivery
• Go Offline: Tap "Go Offline" in the app to stop all location tracking
• Device Settings: You can revoke background location permission in your device settings (this may affect your ability to complete deliveries)

5. How We Use Your Information

We use the information we collect to:

5.1 Provide Our Service

• Process and fulfill your food orders
• Facilitate communication between customers, restaurants, and riders
• Calculate delivery fees based on distance
• Enable real-time order tracking
• Process payments and refunds

5.2 Improve Our Service

• Analyze usage patterns to improve app performance
• Identify and fix bugs or technical issues
• Develop new features based on user needs
• Optimize delivery routes and coverage areas

5.3 Communicate With You

• Send order status updates and notifications
• Respond to support requests
• Send important service announcements
• Share promotional offers (with your consent)

5.4 Safety & Security

• Verify user identities
• Prevent fraud and abuse
• Resolve disputes between parties
• Comply with legal obligations

6. Data Sharing & Disclosure

6.1 Service Providers

We share data with trusted service providers who help us operate:

• Payment Processors: To process transactions securely
• Cloud Hosting: To store and protect your data
• Analytics Services: To understand app usage (aggregated, anonymized)
• Push Notification Services: To send order updates

6.2 Within Our Platform

To fulfill orders, we share limited information between parties:

• Restaurants: Receive your order details and delivery address
• Riders: Receive pickup and delivery locations, your name, and phone number for delivery
• Customers: Can see rider name and live location during delivery

6.3 Legal Requirements

We may disclose information when required by law, such as:

• Responding to valid legal processes
• Protecting our rights or property
• Preventing fraud or illegal activities
• Ensuring safety of users

6.4 What We Never Do

• ❌ Sell your personal information to third parties
• ❌ Share your data for unrelated advertising purposes
• ❌ Provide your information to data brokers

7. Data Security

We implement robust security measures to protect your information:

• Encryption: All data transmitted between your device and our servers is encrypted using TLS/SSL
• Secure Storage: Sensitive information like authentication tokens are stored using platform-secure storage (iOS Keychain, Android Keystore)
• Access Controls: Only authorized personnel can access user data, with strict need-to-know policies
• Regular Audits: We regularly review our security practices and update them as needed
• Firebase Security: Authentication is handled by Google Firebase with industry-standard security

While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We encourage you to use strong passwords and keep your device secure.

8. Data Retention

We retain your information for as long as necessary to provide our services and comply with legal obligations:

When you delete your account, we remove your personal information within 30 days, except where we're required to retain it by law.

9. Your Rights & Choices

You have the following rights regarding your personal information:

9.1 Access & Portability

You can request a copy of your personal data by contacting us at privacy@twala.shop.

9.2 Correction

You can update your profile information directly in the app, or contact us to correct inaccurate data.

9.3 Deletion

You can request account deletion through the app (Profile → Settings → Delete Account) or by contacting us. We will delete your data within 30 days, except where legally required to retain it.

9.4 Location Permissions

• You can grant or revoke location permissions at any time through your device settings
• Riders can stop background tracking by going offline in the app
• You can use manual address entry if you prefer not to share location

9.5 Marketing Communications

You can opt out of promotional notifications in the app settings or by contacting us.

9.6 Push Notifications

You can disable push notifications through your device settings, though this may affect order status updates.

10. Children's Privacy

Our Service is not intended for children under 18 years of age. We do not knowingly collect personal information from children under 18. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately at privacy@twala.shop.

11. Third-Party Services

Our app uses the following third-party services that may collect information:

• Firebase (Google): Authentication and app analytics - Privacy Policy
• Google Maps: Map display and route calculation - Privacy Policy
• Expo: App framework and push notifications - Privacy Policy
• Sentry: Error tracking and crash reporting - Privacy Policy

Each of these services has their own privacy policy governing their use of your information.

12. International Data Transfers

Twala Delivery operates in Zambia. However, some of our service providers are located in other countries. When your data is transferred internationally, we ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy.

By using our Service, you consent to the transfer of your information to countries outside of Zambia where data protection laws may differ.

13. Changes to This Policy

We may update this Privacy Policy from time to time. When we make significant changes, we will:

• Update the "Last Updated" date at the top of this policy
• Notify you through the app or via email for material changes
• Provide a summary of key changes where appropriate

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

We aim to respond to all privacy-related inquiries within 14 business days.